Senior Service Designer - Customer Experience | Business Banking @ ING Bank

Discover ING Bank Romania

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

Provide the best Customer Experience in the market for Business Banking clients, across all processes and all channels of interaction.

Your day to day

Discovery/ Research

• Run different types of research: discover pains and gains from the customers feedback and propose improvements. Carry out qualitative research (client profiling, interviews, focus groups) based on the assumed research themes.
• Defines customer typologies (personas) and documents their needs and behaviors, analyses of multiple data sources (complaints, ad hoc studies on request, validation session, focus groups, transactional behavior analyses, etc.)
• Run and evaluate surveys.

Customer Journey & Service Design - Ensure the experience design activity

• Customer journey design and mapping by reviewing customer interactions with digital and human channels.
• Documents the model / blueprint of the experience for a topic of interest (product, process)
• Defines the structure/architecture of communication and interaction in relation to customers

Prototypes developments & validation

• Defines drafts of screens/processes/forms, process diagrams, etc, working closely to UX Designers
• Organize, plan, run validation sessions both with end users (clients) and for internal applications and document the results of these sessions.
• Following a complete cycle of research, experience design, prototyping, validation with users, prepare the implementation report of a solution from the perspective of customer experience.

Monitors the performance of the design and implementation processes:

• Measure performance indicators (post design, post testing, post implementation)
• Monitor customer complaints and suggestions related to functionalities, products, services, channels, etc. and the satisfaction expressed during the experience for the various measured interaction points (auto and ad-hoc NPS)
• Communicate to customers: legal, operational and informative communication. Create, support and communicate a plan of opportunities and objectives for the improvement and remedy of these causes together with the assigned stakeholders from Delivery tribes.
• Contribute to marketing communication and campaigns: acquisition, activation, awareness related to products, services and channels and create background content for product communication
• Monitor and communicate the competition changes and offers for the given processes.

What you bring to the team

• Minimum 3 years of experience as service designer or similar role.  
• Experience in project management and research methods to gather insights into user needs and behaviors. Strong understanding of design thinking and service design methodologies.
• Strong communication skills to collaborate with various stakeholders, including product managers, developers, and marketing teams.
• Presentation and written/verbal communication skills in Romanian and English.
• Knowledge of banking system; market knowledge; design methodologies; development and implementation of process improvement initiatives; AGILE way of working knowledges is a plus.

What we offer

• Impactful work in a fun and collaborative environment
• Open-concept offices designed for both team work and relaxation
• Corporate events and social gatherings
• Hybrid way of working with flexible working schedule and short week options
• Monthly budget on Benefit platform
• Extra annual leave days depending on the total length of working experience
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.